Description

You will define the strategy for Consumer Support at Stripe, tackling problem-solving from multiple angles: motivating product teams to improve quality, building systems for repeatable resolution, and creating observability across support volumes to drive better experiences. Your work will involve building flywheels that leverage internal and external systems to continuously improve how problems are resolved and products are built.

Requirements

• 5+ years of relevant product management experience
• Computer Science background or equivalent technical skills
• Strong analytical abilities and experience with metrics
• Ability to craft a vision and strategy and drive the roadmap
• Deep empathy for users

Responsibilities

• Drive significant increases in product quality across the company using support data
• Build flywheels for improving support outcomes and enabling user self-service through scalable knowledge and workflow strategies
• Partner with Product Managers for Self-Serve and Agent Platforms to define and instrument user journeys across products
• Define the data strategy for delivering an effective and efficient support experience
• Create a platform leveraged across the support journey to empower users and agents to solve problems directly